Advice Needed: A-Z Claim Denied Despite GPS and Signature Confirmation

Sell On Amazon General Selling on Amazon Questions
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Hi everyone,

Id really appreciate any help from you guys, I’m dealing with a challenging situation involving an A-Z claim, and I could really use some advice from anyone who has faced something similar.

Situation Overview:

  • Order 1: This order was shipped using Royal Mail 2nd Class Signed For. Unfortunately, Royal Mail failed to track the delivery or gather a signature, so when the customer claimed non-delivery, I had no choice but to issue a refund.
  • Order 2 (A-Z Claim): This is the order currently under dispute. It was shipped via Royal Mail Signed For™, and this time, the package was successfully tracked. The delivery was confirmed on the expected date, with a signature from “RG” and GPS coordinates matching the customer’s address exactly. Despite this evidence, the customer claimed they didn’t receive the package, and Amazon sided with them, refunding the order. I appealed the decision, providing all the tracking details, signature, and GPS evidence, but Amazon still ruled against me, stating that I haven’t provided enough evidence of delivery.
  • Order 3: The most recent order, sent via Special Delivery with full tracking, signature, and GPS confirmation. This delivery was also successful, with the same GPS coordinates as Order 2. The package was signed for, and so far, the customer has not disputed this delivery.

My Concerns:

  • Signature Discrepancy: The signature on the disputed Order 2 was “RG,” which I believe could be someone authorized to receive mail at the customer’s address. While this is the only point of difference, all other evidence (tracking, GPS) indicates successful delivery.
  • Pattern of Claims: The customer has now claimed non-delivery for 2 out of 3 orders. Given the strong evidence supporting Order 2’s delivery, I’m concerned this could be a case of fraudulent claims.

Amazon’s Response:

Despite providing robust evidence, including tracking, a signature, and GPS data matching the customer’s address, Amazon has denied my appeal, citing insufficient proof of delivery.

Seeking Advice:

  • Next Steps: How do i go about providing more evidence or escelating this ?
  • Strengthening My Case: Is there anything more I can present to Amazon that might help overturn this decision?

Any insights or advice would be greatly appreciated. It’s really frustrating to lose out on a sale when I’ve taken all the necessary steps to ensure delivery.

Thanks alot guys :slight_smile:

P.s, yes i used chatgpt, i find it helps to clearly explain the situation.

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Hello @Purdy,

thank you for posting here. I am sorry to hear that you are experiencing issues with A-Z claims. First of all, it took me a while to understand that you are talking about orders from the same buyer.

This sounds like a well-calculated scam. I had similar things happen to me before, where a single buyer kept placing orders and opening A-Z claims alleging non-receipt despite clear evidence.

Unfortunately, in this case standard appeal routes won’t work. I would maybe look at your A-Z claim appeal wording to see if you submitted it properly. Have a look at my A-Z claim response guide thread: A-Z Claim Guide Thread

I would advise you to take the buyer to the Small Claims Court. This should be easy if both of you are in the UK.

Alternatively, you could lodge a claim with Royal Mail. However, it is really unlikely that two orders would get lost shipped into the same address.

Maybe others will have more ideas…

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Hey Kika,

Thanks for the response, i made sure to respond using Amazon’s suggested format, providing every piece of evidence they require, so im baffled as to why its being declined or what im doing wrong.

I think i attempt again with seller support and use your guide format with pdf signature, fingers crossed that will do it. Ill report back :slight_smile:

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Just to update, he has now opened a claim for the third order. Obviously this guy is a scammer. Lets see what Amazon rules in this one.

Is it an option to send amazon’s legal department a letter before aciton ?

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I am sorry to hear that. But this was expected. You are dealing with a fraudulent buyer.

Don’t wait to see how Amazon rules. As I advised you previously, you should take the buyer to the Small Claims Court and consider reporting to police.

Amazon’s legal department has nothing to do with this. You need to take action against the buyer. Alternatively, you can report it to Amazon. Message @amznsellerhelp on Twitter.

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Used AI to create a letter before action, threatening small claims court within 7 days unless payment was sent. He paid the day he recieved the letter!

Thanks for the help Kika, pleased something finally worked in my favor. Hopefully he learnt his lesson.

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Happy days! Did the buyer themselves pay you and not Amazon? How did the buyer transfer the money? Could you share what you wrote?

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Congrats, I am happy to hear that :slight_smile: This is how scammers should be dealt with.

Sadly, I am afraid the UK is the only country in the world with something what you call a small claims court and you also have this easy dispute resolution process.

Elsewhere, there are no means how to take a legal action over something like this.

Disputes, where a buyer lies and is then refunded against the seller’s will by the platform directly don’t exist and are not pursuable in the US or Europe.

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The buyer paid me via bank transfer, amazon has still upheld their decision and so i havent recovered anything from them. I could technically chase Amazon further, but im just happy i recovered the money.

Here’s the letter -

[Your Name]
[Your Company Name]
[Your Address]
[Your Email]
[Date]

[Recipient’s Name]
[Recipient’s Address]
[City, Postcode]
[Country]

Dear Mr. -,

Re: Final Demand for Repayment – Orders [Order Numbers]

This is a formal Final Demand for Repayment. You have, on three occasions, fraudulently claimed non-delivery of goods purchased from [Your Company Name] through Amazon. Your actions have resulted in wrongful refunds being issued for two of these orders, despite irrefutable proof of delivery. This pattern of behavior clearly indicates an attempt to deceive and defraud my business.

  • Order [Order Number] (£Amount): Delivered on [Delivery Date].
  • Order [Order Number] (£Amount): Delivered on [Delivery Date], as confirmed by Royal Mail with GPS and signature evidence.
  • Order [Order Number] (£Amount): Delivered on [Delivery Date] and signed for by you personally, though an attempted fraudulent claim was submitted.

Your dishonest claims have caused my business direct financial harm, and I now demand immediate repayment of the funds fraudulently refunded for Orders [Order Numbers], totaling [Total Amount].

You are required to pay the full amount via bank transfer to the following account within 7 days of this letter (i.e., by [Deadline Date]):

Bank Name: [Your Bank Name]
Sort Code: [Your Sort Code]
Account Number: [Your Account Number]

Alternatively, you may pay via PayPal to: [Your Email].

Consequences of Non-Payment
If full payment is not received by [Deadline Date], I will take immediate legal action. This includes initiating a claim in the UK Small Claims Court, where you will not only be liable for the repayment of [Total Amount], but also for additional court fees, legal costs, and interest that may accrue. Should I secure a judgment against you, the court will enforce the debt through various methods, including the involvement of bailiffs.

Furthermore, I will be forced to take the following additional actions:

  1. Report to Amazon: I will notify Amazon of your fraudulent activity. This will trigger an investigation into your account, which could result in your permanent suspension from their platform and an internal review for fraud.
  2. Referral to a Debt Collection Agency: I will refer your case to a debt recovery agency, significantly increasing the total amount owed due to additional collection fees.
  3. Report to Trading Standards and the Police: Your actions constitute fraud, a criminal offense under the Fraud Act 2006. Should you fail to make full repayment, I will report this matter to Trading Standards and the police for investigation. You could face criminal charges, which may result in prosecution, fines, and other legal consequences.

You must understand that these actions will seriously affect your credit rating and may result in long-term financial difficulties, including limitations on obtaining credit in the future, as well as the potential legal and criminal penalties for fraudulent conduct.

Final Notice
This is your final opportunity to settle this matter before I pursue all available legal avenues. I expect immediate payment and confirmation of your intent to resolve this issue by email at [Your Email].

Failure to act within the specified timeframe will leave me with no option but to proceed with legal action and enforcement. The seriousness of this situation cannot be overstated, and I strongly advise you to make payment without delay to avoid the significant consequences that will follow.

Yours sincerely,
[Your Name]
[Your Company Name]

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Wow, amazing! So the AI was able to put together a solid legal paperworks like this! I am going to share this LBA template under my A-Z Claim Guide Thread, so others can find a use of it as well:

What a shame :roll_eyes:

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Does anyone know if non-UK sellers can also take a UK buyer to small claims court or send them a LBA?